Customer Service Representative II

This is a Fully Remote Job

About Our Client:

This organization operates within the virtual healthcare industry, providing primary care, telehealth, and specialized treatment programs nationwide. It addresses challenges in healthcare accessibility and affordability through a vertically integrated platform that includes licensed providers across all states, in-house pharmacy and lab services, and proprietary technology designed to enable safe and efficient care delivery. The program is recognized for rapid growth and combines healthcare with technology innovation to improve patient experiences.

About the Opportunity:

The CUSTOMER SERVICE REPRESENTATIVE II plays a critical role as the first escalation point for customer service issues that frontline representatives cannot resolve. This role manages complex order fulfillment problems, supports pharmacy operations follow-up, and handles escalations across multiple communication channels. It contributes to maintaining high service standards by resolving advanced customer concerns, ensuring smooth order processing, and supporting less experienced team members. The position is essential for maintaining customer satisfaction and operational efficiency in a multi-vertical telehealth environment.

Responsibilities:

• Provide frontline support handling inbound customer calls and messages.
• Act as first escalation point for CSR I team members across phone, chat, email, SMS, and portal messages.
• Resolve escalated patient, billing, refund, and account issues.
• Immediately escalate clinical concerns to licensed clinical staff following protocol.
• Transfer cases beyond CSR II authority to Team Lead with full summaries.
• Support CSR I with process, policy, and system inquiries.
• Report knowledge base gaps and recurring questions to Team Lead.
• Identify and escalate stalled orders to responsible pharmacies and track resolutions.
• Manage shipment claims for lost, damaged, or delayed orders.
• Contact patients to resolve order information issues and coordinate with pharmacy.
• Staff and manage live chat interactions during assigned shifts.
• Respond to inbound contacts across all communication channels within service level agreements.
• Make outbound calls as needed for reminders, onboarding, renewals, and follow-ups.
• Assist with account, subscription, scheduling issues, and share order status without medical advice.
• Verify patient identity before discussing protected health information.
• Handle billing requests within defined authority.
• Document all interactions accurately in CRM systems.
• Identify and report emerging operational trends.
• Meet individual key performance indicators.
• Stay updated on policies and training across telehealth verticals.

Requirements:

• High school diploma or equivalent.
• Minimum one year of customer service experience, phone or digital-based.
• Strong written and verbal communication skills, clear and empathetic.

Pay Range and Compensation Package:

• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.